Workspace
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Getting support
Getting support
Support tickets are raised from the dashboard against a specific service, and tracked until they close. Your plan determines the response time you can expect.
2 min read
Opening a ticket
From Support, choose New ticket. You give a subject, the service it concerns, a priority, and a description.
Your existing tickets are listed with their status, priority and when they were last updated, so a conversation in progress is easy to find again.
What to include
A ticket that answers these needs one reply rather than four:
- What you expected, and what happened instead. Not just "it is broken".
- The exact error, copied rather than paraphrased.
- When it started, and whether it coincided with a deploy.
- Which environment and region.
prodin one region behaves differently fromdevin another. - What you already checked, so nobody repeats it.
Pick the right service on the ticket. It routes the ticket with the context already attached, which is usually the difference between a first reply that answers you and a first reply asking which service you meant.
Priority
Set priority to reflect real impact:
| Priority | Use for |
|---|---|
| High | Production is down or losing data |
| Medium | Production is degraded, or a non-production blocker |
| Low | Questions, requests, cosmetic issues |
Marking everything high does not make anything faster. It removes the signal that tells us which ticket to take first. Keep high for genuine production impact.
Response times
Each plan carries a response-time target, shown on the Support page along with the channels available to you. The target covers the first response, not resolution.
Before you open one
Two checks resolve a good share of tickets immediately:
If either explains it, you have your answer sooner than a ticket would give it.